Leadership in the Productisation of Services
1/2012 – 12/2014
LEAPS project focuses on identifying and developing open and customer-driven methods for service productisation in knowledge-intensive business service (KIBS) context. The project is carried out in collaboration between IRIS, Tampere University of Technology and Innotiimi Oy.
Productisation is a service development approach which aims at concretising and increasing the value created through a service by systematisation and modularisation of different service elements. Current productisation approaches typically consider productisation as systematic development work carried out by an internal development team. LEAPS project aims at challenging the narrow conception of service productisation and advances an understanding of productisation processes as common learning and development platform for service personnel, management, and customers. The project aims at identifying leadership models that support such processes.
To accomplish this goal, the project aims at fulfilling three research tasks:
- To integrate open innovation perspectives into service productisation, and to explore how service users can be engaged in productisation processes.
- To evaluate how service productisation impacts users’ service experiences and the value co-creation processes, and to evaluate how these impacts should be taken into account.
- To evaluate how service productisation impacts core processes in a service organisation (including design of service work, knowledge management models and innovation patterns), and how these impacts should be taken into account.
Research cases and methods
The research is conducted as a multi-case study in four KIBS companies. The current service productisation approaches are studied and evaluated, and user-centric productisation approaches are developed and evaluated in each case through an action research process. These experiments are conducted in collaboration with Innotiimi Oy, which has special expertise in facilitating collaborative workshops in innovation processes. The case companies include the following:
- QPR Software
Project manager Katriina Järvi
Principal Researcher Tiina Tuominen
Researcher Mikko Lehtonen
Tampere University of Technology
Principal Researcher Miia Martinsuo
Researcher Jesse Valtanen
Jarno Poskela, jarno.poskela [at] innotiimi [dot] fi